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Skills

  • Safety measures
  • Operational improvement
  • Kennel cleaning and sanitizing methods
  • Operations management
  • Team management
  • Internal auditing
  • Business operations
  • Front desk operations
  • Financial records and processing
  • Customer database management

Work Experiences

  • Oversaw a busy Meridian's 10-line switchboard system.
  • Achieved a 21% improvement in response accuracy.
  • Answered an average of 17 calls daily.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Achieved a 19% reduction in dropped calls.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Assisted customers by efficiently managing 13 calls per day while maintaining professionalism and a positive tone.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Accurately tracked call notes.

Summaries

  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • To project a positive company image, maintains a poised and eloquent demeanor.
  • Front desk management and call routing are two areas where I excel.
  • Standard are well-understood.
  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Strengths in risk assessment and vendor management backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Knowledgable in a variety of design and testing methodologies.
  • Individual who is calm and patient and has extensive knowledge of Jira and SAP.
  • Looking for a challenging new role with a growing team where I can apply my expertise and extensive experience in software engineering.

Accomplishments

  • Consistently met and exceeded key performance indicators (KPIs), achieving 18% adherence to company service standards.
  • Maintained a 84% performance rate above the team's average by skillfully prioritizing and multitasking during high call volumes.
  • Oversaw the management of customer disputes, ensuring 49% resolution within the first interaction.
  • Integrated customer feedback into revised call-taking protocols, improving overall service performance by 25%.
  • Resolved product issue through consumer testing.
  • Proactively collaborated with cross-departmental teams to optimize call management workflows, decreasing overall call handling inefficiencies by 17%.
  • Received positive client feedback and commendations on 11 occasions for providing clarity during high-stress customer service interactions.
  • Led the successful migration to Jira, improving call management response times and reducing downtime by 51%.
  • Designed and implemented a call prioritization system that ensured critical customer needs were handled first, improving resolution times by up to 16%. 
  • Collaborated with leadership to refine and implement high-level customer support strategies, contributing to a 63% rise in client satisfaction surveys.

Affiliations

  • Freemason
  • National Customer Service Association (NCSA)
  • Time Management Institute (TMI)
  • Association for Information and Image Management (AIIM)
  • Project Management Institute
  • International Council of Nurses
  • Rapid Process Improvement (RPI) Certification
  • First Aid and CPR Certification for Emergency Call Takers
  • Toastmasters International for Communication Skills
  • Association of Public-Safety Communications Officials (APCO)

Certifications

  • Certified Knowledge Management Professional (CKMP)
  • HubSpot Customer Service Software Certification
  • Lean Process Improvement: Call Center Operations – Meridian
  • Emergency Medical Dispatcher (EMD) Certification - Vantage
  • Certified Public Safety Communications Professional (CPSCP)
  • Project Management for Non-Project Managers – framework
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • CPR and AED Certification – standard
  • Certified Call Handling Professional (CCHP)

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